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Operations Director

Job Category:

BPO / KPO / Shared Services

Job Level:


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Close date:


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Job Description and Qualification:

Reporting into the Head of Claims, New Business & Underwriting Services, the Director of Strategy and Business Management will work closely with the CNBU Leader Team and various senior stakeholders across GBS and global operations to develop and drive an integrated strategy for the CNBU function. The incumbent will also be accountable for the management of the function’s performance, portfolio of services and OPEX initiatives. A successful candidate will be able to demonstrate their ability to navigate through ambiguous, fluid and changing responsibilities and present findings and solutions to complex problems in a clear, concise, and decision-driven manner.

  • Structure problems, analyze data and present complex findings in a clear, concise, and decision-driven manner;
  • Conduct research on emerging trends, dig deeper into the analyses where appropriate, synthesize recommendations and understand impact on the business
  • Serve as a thought partner to businesses and functions.
  • Laisse with GBS COEs such as the Transitions Management, Operational Excellence, Learning & Development and Reporting COEs, etc to ensure that the CNBU function is well supported to deliver on operational excellence and governance commitments to the business
Dynamics of the Role
  • The role supports the Claims, New Business and Underwriting function and requires instituting new ideas, frameworks and processes across the function and GBS and interacting with a variety of stakeholder at senior levels.
  • The individual will need to work with ambiguous, fluid and changing responsibilities, and be able to readily adapt to the dynamics of the group managing multiple ongoing initiatives simultaneously.
  • The role is complex, requiring the ability to think broadly on a strategic basis, dialogue with subject matter experts across and outside the organization but also focus on critical details, provide superior analysis and reasoning, and crisply communicate issues and solutions in a focused manner.
  • This is a global position requiring regular evening and/or early morning meetings.
Key Accountabilities:
  • Integrated Strategy for the Claims, New Business and Underwriting Function
  • Set and drive common goals, objectives and strategies that aligns to the priorities of GBS, Segment Business Partners, and Global Operations
  • Through research, analysis and development of frameworks, provide insights to the CNBU Function, businesses and functional partners
  • Facilitate and support the process to bring together all the CNBU teams in the development of the strategy – ensuring the platform is setting the right aspirations to position CNBU & GBS as the provider and employer of choice
  • Build presentations to support the strategic business proposals and communication with extended stakeholders.
  • Planning & Portfolio Management
  • Create and facilitate the plan and process for the CNBU strategic plan and roadmap
  • Work closely with the CNBU Senior Leadership Team, HR and Transitions Management COE to plan and facilitate seamless transition of new work into and out of the function
  • Work closely with Finance, Op-Ex and CNBU Senior Leadership Team to identify tangible actions/initiatives for us to meet our expense targets and monitor progress.
  • Performance Management
  • Manage monthly and weekly performance reporting activities, synthesizing the function’s performance, and analyzing outliers, watching for trends and developing responses        
  • Develop & manage measures of success for NBUC by aligning relevant KPIs to onshore and global standards
  • Oversee the function’s training program and ensuring that both the onboarding and upskilling programs are effective
Minimum Requirement to Hire:
  • 10 years of experience leading middle/back office operations
  • Knowledge on insurance and wealth products and processes
  • Multinational company experience working in global teams
  • LOMA, six sigma, Lean, BPM or COPC certified is an advantage

Work Schedule: Midshift
Temporarily Remote (WFH)
Location: Quezon CIty